As companies adjust to doing business in a challenging new environment resulting from COVID-19, business transformation consultant, May Hinds, is recommending that greater attention be paid to service excellence across all industries and sectors going forward.

Drawing on lessons from 30 years of experience implementing service excellence frameworks for diverse businesses across the Caribbean, the chief executive of May Hinds Consulting Inc. said the contribution of service excellence to business success was significant as there was a concomitant improvement in customer satisfaction levels with a favourable impact on the bottomline.

“While others may struggle, businesses known for excellence always attract business whether market conditions are good or bad,” Miss Hinds said. “Satisfied customers not only keep coming back because of the experience but they also recommend the business to persons in their social circle.”

Amid the challenges brought on by COVID-19, Miss Hinds believes business commitment to excellence matters now more than ever. To steer businesses along this path, she came up with a new cost-effective solution - Experiential Business Coaching by May Hinds Consulting ™ -- during the recent six-week national shutdown.

Targetting entrepreneurs, small and medium sized business operators and the divisional heads of large corporations, the highly personalized business solution introduces participants to the concept of service excellence and imparts a solid grasp of the fundamentals for application within their respective business places.

“The fact that Barbadians complain persistently about poor service from many companies and also government departments, underscores the need for a service excellence framework. Our innovative experiential coaching solution is a timely response to this need,” Miss Hinds said.

May Hinds’ credentials are well established across the region. For her outstanding work helping Belize’s tourism and hospitality industry to establish service standards, the Government established the coveted May Hinds Hospitality Award in the 1990s to recognize an individual who is exceptional in delivering excellent service. Here in Barbados, she played a leading role in the conceptualization of the former National Initiative for Service Excellence (NISE).

At the level of the consumer, when Barbadians think of service excellence, the award-winning Champers Restaurant is among businesses which readily spring to mind. “May Hinds is a very big part of Champers’ success,” says owner Chiryl Newman. ”I can honestly say we could not have done it without her.”